Do all your staff know how they affect customer outcomes?
One day we delivered a component for a piece of engine equipment that required testing on a testbed. During this test in the customer's factory, a bolt came loose and disappeared into the engine. The operator pressed the "Emergency Stop" button and the search for the bolt begun. It took two days to find the missing bolt and, as a result, the customer's test schedules were delayed also. Naturally, the customer was extremely unhappy and filed a complaint. Thanks to the systems